How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Viet - Computer Tech Your Own Question

Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 35198
Experience:  Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.
30037186
Type Your Computer Question Here...
Viet - Computer Tech is online now
A new question is answered every 9 seconds

I have a Gateway notebook ( Model No. MX6427). Just did a

Customer Question

I have a Gateway notebook ( Model No. MX6427). Just did a system recovery and now I have no sound. I don't know what to do next
Submitted: 1 year ago.
Category: Computer
Expert:  Viet - Computer Tech replied 1 year ago.

Hi,

I'm sorry about the issue. Can you please confirm it has Windows XP (or another windows version)?

Can you please download / install the audio driver at the website below and check:

http://global-download.gateway.com/GDFiles/Driver/Audio/Audio_Conexant_6.14.10.575_XPx86XPx64_A.zip?acerid=634165010287043678&Step1=NOTEBOOK&Step2=MX%20SERIES&Step3=MX6420&OS=X02&LC=en&BC=GATEWAY&SC=PA_6G

, download / run the file "Audio_Conexant_6.14.10.575_XPx86XPx64_A.zip", then run the setup file to install.

Please reply at the box below to continue troubleshooting. Thank you.

Customer: replied 1 year ago.
I have wndows xp 2002 / service pack 2
Expert:  Viet - Computer Tech replied 1 year ago.

Thank you. Can you please download / install the audio driver at the website below and check:

http://global-download.gateway.com/GDFiles/Driver/Audio/Audio_Conexant_6.14.10.575_XPx86XPx64_A.zip?acerid=634165010287043678&Step1=NOTEBOOK&Step2=MX%20SERIES&Step3=MX6420&OS=X02&LC=en&BC=GATEWAY&SC=PA_6G

, download / run the file "Audio_Conexant_6.14.10.575_XPx86XPx64_A.zip", then run the setup file to install.

Please reply at the box below to continue. Thank you.

Customer: replied 1 year ago.
I did this and nothing happened
Expert:  Viet - Computer Tech replied 1 year ago.

I'm sorry, did it let you download the file "Audio_Conexant_6.14.10.575_XPx86XPx64_A.zip"? If yes, what happened when you run / opened /installed it?

Can I connect remotely to your computer, so I can fix the issue directly on your computer together with you?

Please reply at the box below. Thank you.

Customer: replied 1 year ago.
The last time I connected remotely with a tech, my computer got messed up to where I had no choice but to do a system recovery. That's what got me in this mess to start with.
Expert:  Viet - Computer Tech replied 1 year ago.

I'm sorry, which tech / company was it? Our support company, JustAnswer.com has an A+ service rating at the Better Business Bureau website:

http://www.bbb.org/greater-san-francisco/business-reviews/professional-services-general/justanswer-in-san-francisco-ca-82403

Please let me know if you'd still like remote option. Otherwise, we can troubleshoot here. Please let me know this: Did it let you download the file "Audio_Conexant_6.14.10.575_XPx86XPx64_A.zip"? If yes, what happened when you run / opened /installed it? Thank you.

Customer: replied 1 year ago.
the zip downloaded at the bottom of the screen. as soon as it was finished with that I clicked on it and a ''Run'' screen didn't come up
Expert:  Viet - Computer Tech replied 1 year ago.

Can you save it to a folder, then open that folder, then open the file "Audio_Conexant_6.14.10.575_XPx86XPx64_A.zip", then let me know what happens. Thank you.

Customer: replied 1 year ago.
I opened it and it has 10 files in it
Expert:  Viet - Computer Tech replied 1 year ago.

Great, please run the Setup.exe file. Please let me know. Thank you.

Customer: replied 1 year ago.
was able to run installation. installation result....Failure
Expert:  Viet - Computer Tech replied 1 year ago.

I'm sorry, during installation, what did it say? Or did the installation run successfully, but sound is still not working? thank you.

Customer: replied 1 year ago.
Installation Complete. Installation Result : Failure. There is still no sound
Expert:  Viet - Computer Tech replied 1 year ago.

Sorry, open that file again Audio_Conexant_6.14.10.575_XPx86XPx64_A.zip, then extract / unzip those files to a folder

, then click on Start, then right-click Computer, then click on Manage, then click on Device manager on the left

, then right-click on the problematic (sound) device, then install / update driver, then make sure to use the manual option when prompted, then browse to that folder that you unzipped/extracted those files to.

Please let me know. Thank you.

Customer: replied 1 year ago.
would that be the multimedia audio controller ?
Expert:  Viet - Computer Tech replied 1 year ago.

Yes, that's the audio / sound item, thank you.

Customer: replied 1 year ago.
couldn't be installed because the wizard could not find the necessary software " (this is the message I got)
Expert:  Viet - Computer Tech replied 1 year ago.

Sorry, in Device Manager, can you run the automatic driver for multimedia audio controller.

If that does not work, please try each of the following new drivers until it works.

http://download.cnet.com/Conexant-Audio-Driver/3000-2110_4-162560.html

http://support.lenovo.com/us/en/downloads/ds002670

http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=VWV9D

If needed, download / install Service Pack 3:

https://www.microsoft.com/en-us/download/details.aspx?id=24

Thank you.